How Banks Can Ensure Quality CRM Testing with an Automated Solution

The modern regulatory and competitive environment has forced banks and financial institutions to
deploy CRM systems. CRM systems take over many key initiatives spread across sales, compliance, and
service. Consisting of multiple custom designed workflows, these are data intensive and
time-consuming to build and use.
These systems have to be constantly tweaked to align with the new regulatory requirements and to
improve customer service. Adoption of an automated testing solution becomes all the more necessary
to reduce the risk of any unintended negative impact and to improve turn-around-times.

The Role of a CRM Solution in the BFSI Industry

A CRM solution in the BFSI sector is typically used for customer onboarding, customer data maintenance
and customer service requests management that provides a 360-degree view about the customer. At its
core, a CRM solution helps banks leverage customer data for marketing and sales activities. Right from
running a campaign and generating leads to assigning and converting leads, a CRM solution can
transform the customer experience.
However, customer onboarding and customer data management can be complicated. Know Your
Customer (KYC) norms involve intricate protocols to be followed and compliance requirements change
frequently. Plus, the challenge of interfacing the CRM system with other systems can be a daunting task.
What the BSFI sector needs to tackle these changes is an efficient and dynamic CRM solution.

Importance of CRM Testing

CRM systems are becoming an integral part of a bank’s processes. Being interfaced with multiple data
sources, client service solutions and reporting databases, they gather and process large volumes of data.
As modern IT systems are in a constant state of flux, CRM systems often get impacted. As the CRM
systems are being changed and modified often, constant testing of CRM systems becomes imperative.
The CRM testing activity can be done manually or through an automated solution. The challenge is that
when the CRM is upgraded or transitioned from legacy systems, testing the CRM software manually
becomes time-consuming and error-prone. The error rate also multiplies in no time and affects the
various functions of the business. Automating the CRM testing process is the befitting solution.

What makes banks to adopt an automated CRM testing strategy is the fact that the customer’s demands
and expectations change rapidly. Banks can’t afford any delays and redundancies while working with
their customer relationship lifecycle. The banking sector is beginning to see the advantages of using an
automated solution and is slowly moving in that direction.
The need of the hour is a dynamic automated CRM testing solution, a solution that could be deployed
for multiple processes.
How Banks Can Benefit from an Automated CRM Testing Process?
Of all the advantages that an automated CRM testing process brings in, the most important one is that it
saves time.
Let’s look at some more advantages:

Accurate

: Automation brings in accuracy to the testing activity

Agile

: As automation brings in accuracy and makes it error-free, the testing activity becomes
agile

Reliable

: Automated testing is much more reliable than manual testing and brings down the
error rate

Reusable: CRM tests and components can be reused on different versions

Considering all the advantages that automated CRM testing offers, it makes a strong case for itself in the
banking industry. Banks can not only save money and time by investing in automated CRM testing
software, but also ensure better resource utilization.